Customer Care Support Supervisor
2.
7 Lisle, IL Lisle, IL Full-time Full-time Estimated:
$45.
3K - $57.
3K a year Estimated:
$45.
3K - $57.
3K a year Overview:
Location:
Lisle, Hybrid Hours:
Full-time, Monday-Friday; 8:
00a - 4:
30pm; No Evenings, Weekends! Good enough isn't for us.
Duly Health and Care's team members show up every day driven to exceed expectations.
We see and support the remarkable in every person within and beyond the walls of our work.
Duly Health and Care works to understand what matters most to you.
We recruit and retain team members who share a relentless passion and pride for helping others live happier and healthier lives.
We invest in helping our team members develop their talents in a way that is rich in personal meaning.
We invite you to join us, fulfill your purpose and make your mark! Holistic benefits designed to help our team members flourish in all aspects of their lives, including:
Comprehensive medical and prescription drug benefits that include medical coverage at 100% (after deductible) when utilizing a Duly provider.
$5,250 Tuition Reimbursement per year 40 hours paid volunteer time off A culture committed to Diversity, Equity and Inclusion (DEI) and Social Impact 12 Weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members 401(k) Match Profit-sharing program PRIMARY PURPOSE:
The Customer Care Support Supervisor is an experience team leader who has extensive knowledge of the Revenue Cycle and Claims processes.
The Customer Care Support Supervisor will oversee the day to day operations associated with Customer Service, including actively coaching the team, handling escalated client issues, and cultivating a positive work environment.
The Customer Care Support Supervisor is responsible for onboarding team members, establishing protocols and workflows, and other business needs for the department.
Responsibilities:
Team Management:
Monitors call volumes, assesses staffing needs, and make recommendations for coverage as necessary Coordinates coaching conversations with team and disciplinary concerns as necessary Maintains and supports business relationships with providers, ancillary staff, and department leadership for collaboration on concerns Handles meeting management and training responsibilities Communicates daily responsibilities and assignments to team Troubleshoots procedural and department challenges to provide efficient and effective resolution Communicates well with others with a directive and compassionate approach Daily Operations:
Answers patient questions, inquiries, and concerns regarding their accounts.
Works with patients and providers to resolve account challenges and communicate appropriate next steps for troubleshooting and supports the team to resolve complex issues Identifies potential revenue cycle challenges and works towards resolution with multi-disciplinary leadership teams Communicates with patients and providers on escalation issues as routed by the larger team Liaises with Utilization Management to assist with appropriate resolution of authorization challenges, timelines, and execution Liaises with Claims Management to assist with appropriate resolution of claims related trends or concerns
Qualifications:
MINIMUM EDUCATION AND EXPERIENCE REQUIRED Level of Education High School/GED No certification, registration or license required Years of Experience Mandatory:
2-5 years' experience in membership, customer service, and/or healthcare billing Preferred:
1 year experience with team building, leadership and/or management Preferred:
Revenue Cycle Experience.
Estimated Salary: $20 to $28 per hour based on qualifications.
7 Lisle, IL Lisle, IL Full-time Full-time Estimated:
$45.
3K - $57.
3K a year Estimated:
$45.
3K - $57.
3K a year Overview:
Location:
Lisle, Hybrid Hours:
Full-time, Monday-Friday; 8:
00a - 4:
30pm; No Evenings, Weekends! Good enough isn't for us.
Duly Health and Care's team members show up every day driven to exceed expectations.
We see and support the remarkable in every person within and beyond the walls of our work.
Duly Health and Care works to understand what matters most to you.
We recruit and retain team members who share a relentless passion and pride for helping others live happier and healthier lives.
We invest in helping our team members develop their talents in a way that is rich in personal meaning.
We invite you to join us, fulfill your purpose and make your mark! Holistic benefits designed to help our team members flourish in all aspects of their lives, including:
Comprehensive medical and prescription drug benefits that include medical coverage at 100% (after deductible) when utilizing a Duly provider.
$5,250 Tuition Reimbursement per year 40 hours paid volunteer time off A culture committed to Diversity, Equity and Inclusion (DEI) and Social Impact 12 Weeks parental leave at 100% pay and a financial benefit for adoption and surrogacy for non-physician team members 401(k) Match Profit-sharing program PRIMARY PURPOSE:
The Customer Care Support Supervisor is an experience team leader who has extensive knowledge of the Revenue Cycle and Claims processes.
The Customer Care Support Supervisor will oversee the day to day operations associated with Customer Service, including actively coaching the team, handling escalated client issues, and cultivating a positive work environment.
The Customer Care Support Supervisor is responsible for onboarding team members, establishing protocols and workflows, and other business needs for the department.
Responsibilities:
Team Management:
Monitors call volumes, assesses staffing needs, and make recommendations for coverage as necessary Coordinates coaching conversations with team and disciplinary concerns as necessary Maintains and supports business relationships with providers, ancillary staff, and department leadership for collaboration on concerns Handles meeting management and training responsibilities Communicates daily responsibilities and assignments to team Troubleshoots procedural and department challenges to provide efficient and effective resolution Communicates well with others with a directive and compassionate approach Daily Operations:
Answers patient questions, inquiries, and concerns regarding their accounts.
Works with patients and providers to resolve account challenges and communicate appropriate next steps for troubleshooting and supports the team to resolve complex issues Identifies potential revenue cycle challenges and works towards resolution with multi-disciplinary leadership teams Communicates with patients and providers on escalation issues as routed by the larger team Liaises with Utilization Management to assist with appropriate resolution of authorization challenges, timelines, and execution Liaises with Claims Management to assist with appropriate resolution of claims related trends or concerns
Qualifications:
MINIMUM EDUCATION AND EXPERIENCE REQUIRED Level of Education High School/GED No certification, registration or license required Years of Experience Mandatory:
2-5 years' experience in membership, customer service, and/or healthcare billing Preferred:
1 year experience with team building, leadership and/or management Preferred:
Revenue Cycle Experience.
Estimated Salary: $20 to $28 per hour based on qualifications.
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